Complaints

• Initial Complaint

  12/06/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I moved into the Countryview Estates in July 2023. When I moved in I paid $1050.00 as a security deposit. When I moved in the carpets were filthy and the smell of dog in the carpet was terrible. I staying in the apartment for 13 months and the smell never left. Also, the apartment was not cleaned and the toilets and appliances were damaged when I moved in. The leasing agent at the time said she had the carpets professionally cleaned and apologized for the odor, but said she was not approved to have the carpets replaced. She said the previous tenants had two large dogs and that is why the carpets smelled so bad. At some point during my lease the ownership of the company over the apartments changed. I was unaware of this as I was moving out. When I moved out I was provided a list of things to clean in the apt. I cleaned all the surfaces they asked, leaving it better off than when I moved in, and I also shampooed the carpet. Shampooing the carpet would still not get the odor out. The leasing company then charged me $197.53 for someone to clean the apartment, $274.81 to clean the carpet and $535.15 to replace the carpet. Obviously, charging to clean carpet and to replace it is ridiculous. But, the new leasing company should have documentation of the previous tenants and the odor in the carpet, as well as the lack of cleanliness and damages in the apartment. I feel as though the company is taking advantage and using my deposit to replace carpet they needed to replace anyway. I have spoken with **** (Last name unknown) and she verbally agreed to refund part of the deposit. I still haven't seen that. But I feel I should get my whole deposit back, since the apartment was left better than I found it, and that carpet needed to be replaced anyway.

  Business response

  01/02/2025

  I confirmed with the Regional Property Manager, ****, that she did agree to reimburse the carpet cleaning and carpet replacement charges, it was an oversight that it was not done.  We will issue a check to ****** ******* this week in the amount of $809.96, to his last known address:  ** ******** **, Erie, CO 80516.

  Customer response

  01/11/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* I still don’t understand why I was not given my full deposit. The business never explained why I got $852.47 instead of my $1050.00. But it took getting the BBB involved and four months of my time  to get some money back.  Thank you BBB. 
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  05/15/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  On 3/15, we notified **** ******* *roperty manager for ******* ***** ********** that we would be vacating the premises on 4/13. On 4/28, I contacted **** to question her about the return of our security deposit with no response. I contacted her again the next day and she stated the latest we would be receiving our deposit was 5/14. On 5/10, we received notice that our deposit was being deposited into our account via ACH. It is now 5/15 and we have not received our deposit return of $575.00. I contacted **** yesterday to question where our deposit was, with no answer. I sent her the same message this morning, to which she responded, "HI Hailey, your deposit processed on the 10th, you should have it by now. let me know if you didn't get it. thanks." I notified her that we have in fact not received our deposit to which she replied that she would get ahold of the accounting department. She did not communicate with us after that. After not hearing from her the rest of the day, I communicated with **** again at 1400 this afternoon where our deposit was and she replied, "I checked with accounting and it did process on the 10th it should be there." To which I responded no, it was not there. I proceeded to call her and ask what else could be done about this situation, and she suggesting talking to my bank. I called the bank and they were not able to find the deposit information and suggested utilizing a trace number. I called **** back and she refused to give me a trace number or transfer me to accounting. I suggesting I pick up a check and she refused that also. At this point since it is after 5 o'clock she is not responding to my messages anymore, and we are yet again at a standstill, leaving me unsure of what to do at this point.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩